EP1274220A3 - Method for call answering in a distributed communications system - Google Patents

Method for call answering in a distributed communications system Download PDF

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Publication number
EP1274220A3
EP1274220A3 EP02100746A EP02100746A EP1274220A3 EP 1274220 A3 EP1274220 A3 EP 1274220A3 EP 02100746 A EP02100746 A EP 02100746A EP 02100746 A EP02100746 A EP 02100746A EP 1274220 A3 EP1274220 A3 EP 1274220A3
Authority
EP
European Patent Office
Prior art keywords
communication
communications system
distributed
call answering
distributed communications
Prior art date
Legal status (The legal status is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the status listed.)
Withdrawn
Application number
EP02100746A
Other languages
German (de)
French (fr)
Other versions
EP1274220A2 (en
Inventor
Claus Rist
Roland Roth
Current Assignee (The listed assignees may be inaccurate. Google has not performed a legal analysis and makes no representation or warranty as to the accuracy of the list.)
Siemens AG
Original Assignee
Siemens AG
Priority date (The priority date is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the date listed.)
Filing date
Publication date
Application filed by Siemens AG filed Critical Siemens AG
Publication of EP1274220A2 publication Critical patent/EP1274220A2/en
Publication of EP1274220A3 publication Critical patent/EP1274220A3/en
Withdrawn legal-status Critical Current

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Classifications

    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/5183—Call or contact centers with computer-telephony arrangements
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/5166—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing in combination with interactive voice response systems or voice portals, e.g. as front-ends
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/54—Arrangements for diverting calls for one subscriber to another predetermined subscriber
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M7/00—Arrangements for interconnection between switching centres
    • H04M7/009—Arrangements for interconnection between switching centres in systems involving PBX or KTS networks

Abstract

Die Erfindung beschreibt ein Verfahren zur Rufbeantwortung in einem aus mehreren Kommunikationseinrichtungen bestehenden, verteilten Kommunikationssystem (10) bei dem ein Teilnehmer an einem den Kommunikationseinrichtungen (12,14,16) des verteilten Kommunikationssystems (10) zugeordneten Kommunikationsendgeräten (50,52,54,56) registrierbar ist. Ankommende Rufe (64) werden dabei nach vorgebbaren Kriterien den Kommunikationsendgeräten (50,52,54,56) zugeordnet. Bei Nichtverfügbarkeit eines durch einen ankommenden Ruf (64) gerufenen Teilnehmers wird eine Ansagefunktion ausgeführt, durch die eine Aktivierung einer Ansage auf einer zentralen Kommunikationseinrichtung (27) des verteilten Kommunikationssystems (10) veranlasst wird.

Figure 00000001
The invention relates to a method for answering calls in a distributed communication system (10) consisting of several communication devices, in which a participant in a communication terminal (50, 52, 54, 56) assigned to the communication devices (12, 14, 16) of the distributed communication system (10) ) can be registered. Incoming calls (64) are assigned to the communication terminals (50, 52, 54, 56) according to predefinable criteria. If a subscriber called by an incoming call (64) is not available, an announcement function is carried out, by means of which an announcement is activated on a central communication device (27) of the distributed communication system (10).
Figure 00000001
EP02100746A 2001-07-04 2002-06-25 Method for call answering in a distributed communications system Withdrawn EP1274220A3 (en)

Applications Claiming Priority (2)

Application Number Priority Date Filing Date Title
DE10132262 2001-07-04
DE10132262A DE10132262A1 (en) 2001-07-04 2001-07-04 Call answering method in a distributed communication system

Publications (2)

Publication Number Publication Date
EP1274220A2 EP1274220A2 (en) 2003-01-08
EP1274220A3 true EP1274220A3 (en) 2004-05-12

Family

ID=7690480

Family Applications (1)

Application Number Title Priority Date Filing Date
EP02100746A Withdrawn EP1274220A3 (en) 2001-07-04 2002-06-25 Method for call answering in a distributed communications system

Country Status (3)

Country Link
US (1) US6990188B2 (en)
EP (1) EP1274220A3 (en)
DE (1) DE10132262A1 (en)

Families Citing this family (3)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
CN101465918A (en) * 2007-12-17 2009-06-24 华为技术有限公司 Service down distributing method, service implementing method, calculation side and exchange side
CN101834955B (en) * 2009-03-12 2013-06-05 华为技术有限公司 Method and system of voice service
CN110381085B (en) * 2019-08-07 2022-08-12 深圳市潮流网络技术有限公司 Calling method and device, computing equipment and computer readable storage medium

Citations (4)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
EP0590863A2 (en) * 1992-09-30 1994-04-06 AT&T Corp. Private branch exchange networks
EP0802665A2 (en) * 1996-04-19 1997-10-22 AT&T Corp. Work at home acd agent network with cooperative control
US5844896A (en) * 1997-02-26 1998-12-01 U S West, Inc. System and method for routing telephone calls
WO2000076191A1 (en) * 1999-06-07 2000-12-14 Telia Ab Control of private branch exchange via cti-link from network based voice control services

Family Cites Families (5)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
JP2770430B2 (en) * 1989-06-23 1998-07-02 株式会社日立製作所 Switching system with subscriber status management function
US5206903A (en) * 1990-12-26 1993-04-27 At&T Bell Laboratories Automatic call distribution based on matching required skills with agents skills
US5590188A (en) * 1992-11-09 1996-12-31 Iex Corporation Rules-based call routing
KR970078355A (en) * 1996-05-22 1997-12-12 김광호 Paging service method of exchange system
US5933488A (en) * 1997-04-18 1999-08-03 Siemens Information Automated method and arrangement for integrating a telephone system with an announcement system

Patent Citations (4)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
EP0590863A2 (en) * 1992-09-30 1994-04-06 AT&T Corp. Private branch exchange networks
EP0802665A2 (en) * 1996-04-19 1997-10-22 AT&T Corp. Work at home acd agent network with cooperative control
US5844896A (en) * 1997-02-26 1998-12-01 U S West, Inc. System and method for routing telephone calls
WO2000076191A1 (en) * 1999-06-07 2000-12-14 Telia Ab Control of private branch exchange via cti-link from network based voice control services

Non-Patent Citations (2)

* Cited by examiner, † Cited by third party
Title
"ECMA Technical Report TR/68; Scenarios for Computer Supported Telecommunications Applications (CSTA) Phase II; pages 1-68", December 1994, ECMA, XP002266926 *
"Standard ECMA-217; Services for Computer Supported Telecommunications Applications (CSTA) Phase II; pages 1-160", December 1994, ECMA, XP002266927 *

Also Published As

Publication number Publication date
EP1274220A2 (en) 2003-01-08
DE10132262A1 (en) 2003-01-23
US6990188B2 (en) 2006-01-24
US20030103612A1 (en) 2003-06-05

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